Job Description

Job Purpose

The team oversees customer support for ICE Data Derivatives clients. A significant part of the job is working with clients globally on queries regarding the operation of the company’s products and handling questions about option prices and data. The successful candidate will be able to resolve issues creatively by understanding the processes and resources of the company.

Responsibilities

• Onboard and off-board clients for ICE Data Derivatives products and services
• Field client inquiries and requests received via email, Chat, Sales Force, and phone, including, but not limited to, product and application questions, as well as data and price confirmations
• Provide timely and accurate response to all client inquiries
• Provide support for any file delivery failures
• Escalate issues with internal groups to resolve issue with urgency, when applicable
• Maintain strong relationship with clients and internal teams
• Ensure up-to-date documentation of policies, procedures and work processes periodically
  
  

• Bachelor’s or equivalent university degree is preferable
• Excellent verbal and written English language skills
• Excellent time-management and organizations skills
• Experience in a similar support or client-facing role (an advantage)
• Strong analytical and problem-solving skills with attention to detail and follow-up
• Ability to interact with external clients, as well as internal business units
• The working hours will be shifts 5 days per week Monday to Friday from 7am and various start times for 8 hours. The last shift of the week finishes at 0:00 Saturday (occasionally 02:00). Shifts are 8 hours and a range of day and afternoon starts will be required during the week. Exceptionally this role will provide holiday and sickness cover for ICE Data Derivatives Melbourne office (11pm to 7:00 as required a few times per year).
• Working knowledge of Sales Force, Service Now, MS Office, FTP (an advantage.)